See the process.
One decision at a time.

A qualified prospect books a consultation.

1. Record the inquiry

   The form event creates an inquiry with a source and time. The contact is matched before a new opportunity is assigned.

2. Ask the useful next question

   “Thanks for reaching out. Which service do you need, and what area are you based in?”

3. Check the approved criteria

   The sample prospect provides a supported area and service. The workflow records these answers and the reason they qualify.

4. Verify and create the appointment

   The prospect chooses Thursday at 2:30 PM. The sample calendar confirms the slot before the system announces the booking.

5. Update the record and next action

   The opportunity links to the appointment. Confirmation and reminder steps are scheduled with cancellation and rescheduling rules.

A missed call becomes a routed conversation.

1. Read the call event

   The example checks call direction and the final outcome before selecting the missed-call workflow.

2. Check eligibility and duplicates

   The event has not already been handled. The sample assumes a valid contact method and an appropriate basis for the response.

3. Acknowledge the missed call

   “Sorry we missed your call. What can we help you with?” This is an example message, not a message sent to a real person.

4. Give the reply an owner

   The prospect asks for a callback about a specific job. The workflow creates a callback task with the call history attached.

A reply interrupts a pending reminder.

1. Identify the open next step

   The sample opportunity has a valid owner and is eligible for the agreed quote-follow-up workflow.

2. Queue the next action

   A reminder is pending. The workflow will recheck the opportunity and conversation before sending it.

3. The customer asks a question

   “Could you explain what is included in the second option?” The reply becomes the current next action.

4. Route the question to the quote owner

   The generic reminder is cancelled. The owner receives the exact question, quote context, and conversation link.

A preference change stops pending outreach.

1. Record the preference change

   The sample receives a recognized opt-out event and links it to the correct contact and channel.

2. Cancel the relevant queued action

   The current-state check prevents the scheduled message from being sent. The suppression applies to the configured communication scope.

3. Preserve the reason

   The record shows when the preference changed and why the sequence ended. A later campaign must check the current eligibility.

A commercial exception reaches a person.

1. Separate the known from the unknown

   The sample has approved service information, but no authority to guarantee an unusual timeline or discount.

2. Avoid an unsupported promise

   The workflow asks for useful context and tells the prospect that the request needs a team member’s review.

3. Hand off with context

   A commercial owner receives the request and collected facts. Routine reminders pause while this conversation is active.

A repeated event does not create two bookings.

1. Record the intended operation

   The sample booking request has a stable operation identifier. The response is uncertain, so success is not announced yet.

2. Inspect the external state

   The recovery path checks for an existing event associated with the request before attempting another create operation.

3. Reuse the confirmed event

   The event already exists in this example. Its identifier is linked to the opportunity; no second appointment is created.

4. Record the recovery

   The audit trail retains the interrupted attempt and recovery result. Unresolved cases would go to an assigned recovery queue.